Service Desk Technician
BMI
Nashville, TNThis was removed by the employer on 8/30/2017 12:12:00 PM PST
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Full Time Job
The Service Desk Technician II role is responsible for providing intermediate level support for hardware, software and mobile device issues. The technician works directly with end users both in-person and remotely depending on the situation. This person resolves intermediate and advanced issues or dispatches to the appropriate team.
Essential Functions:
• Identify and initiate resolutions to intermediate client device issues and concerns associated with office automation equipment including the following:
• Physical workstations
• Windows desktops and laptops
• Mac desktops and laptops
• Windows virtual workstations
• Mobile Devices
• Smartphones
• Tablets
• Workstation peripherals including (but not limited to):
• Displays
• Input devices (keyboards, mice, etc)
• Local printers
• Enterprise multi-function printers
• Paper jams
• Toner replacement
• Engage service provider as needed for additional maintenance
• Plan and coordinate the installation and implementation of office automation hardware and software per department standards and procedures.
• Maintain software and hardware to provide manual upgrades as necessary and ensure appropriate security levels are maintained.
• Uphold the enterprise policy guidelines as well as recommend new and improved guidelines to ensure compatibility and better service to enterprise users of personal computers.
• Maintain current technical expertise in the rapidly changing technology of microcomputers and utilizes state-of-the-art techniques when implementing office automation solutions.
• Maintain a positive working relationship with all enterprise departments to optimize working relationships and communication.
• Other duties as assigned.
Physical/Visual Activities or Demands: Physical/visual activities or demands that are commonly associated with the performance functions of this job.
• Sitting, talking, hearing, walking.
• Concentrated mental and visual attention with normal hand-eye coordination.
• Clarity of vision at 20 inches; corrected or uncorrected.
• Occasional moving of 1 to 25 lb. items.
• Travel as needed, up to 25%.
POSITION QUALIFICATION REQUIREMENTS
Education:
Bachelor’s Degree in computer science, business administration or related field preferred.
Experience:
• Four years providing hardware/software technical support in a corporate environment
• Four years supporting client workstation hardware
• Four years supporting enterprise level multi-function printers
• Four years supporting Windows OS in a corporate environment
• One year supporting MacOS in a corporate environment
Skills
and Abilities: which may be representative but not all inclusive of those commonly associated with this position.
• Proficiency in installing and supporting various types of PC software, hardware and peripherals.
• Familiarity with network topology and the ability to discern networking issues when troubleshooting reported issues.
• Strong communication skills: written, verbal, comprehension
• Strong customer service skills
License(s)/Certifications Preferred:
A
MCDST
MCP
MCSE